# Page 97 | Freshdesk Reviews 2026. Verified Reviews, Pros & Cons | Capterra > Page 97 - Is Freshdesk the right Knowledge Management solution for you? Explore 3425 verified user reviews from people in industries like yours to make a confident choice. Source: https://www.capterra.com/p/124981/Freshdesk/reviews --- Freshdesk 4.5 (3425) Provider data verified by our Software Research team, and reviews moderated by our Reviews Verification team. [Learn more](https://www.capterra.com/our-story/) * * * Last updated May 22nd, 2026 # Page 97 - Reviews of Freshdesk ## Showing most helpful reviews Showing 2401-2425 of 3425 Reviews Sort by: Most Helpful Rating Company Size Reviewer's Role Length of Use Frequency of Use SO Susan O. Community Manager Computer & Network Security Used the software for: 6-12 months ### "Experience with Freshdesk" October 3, 2019 5.0 I use it almost every day in my work, out there I attend the clients of my work, and I think it is a great alternative for user attention. Pros It is a simple, friendly, and very useful tool. It sounds good, and is constantly updated. Cons It would be even better if they had material (like tutorials) in Spanish Review Source GM Glen M. Operations Banking Used the software for: 1-2 years ### "FreshDesk - A great product" June 7, 2019 5.0 Pros is very easy to use and the tutorials make it easier. Cons There were a few bugs that have been quickly fixed. Review Source AM Ashley M. Technical Solutions Manager Computer Software Used the software for: 1-2 years ### "FreshDesk Review" July 8, 2019 4.0 Pros Ease of use, integration with JIRA, customer support is quick Cons No complaints - processes are streamlined and effective Review Source CM Cristina M. Design & Communication Human Resources Used the software for: Less than 6 months ### "Great for managing bug and issue reporting and solving" October 28, 2022 5.0 Pros It allows for a very organized management of issues, being able to coordinate, within teams, asynchronally. Cons Still haven't found many points of improvement! Review Source AS Armando S. Customer service Used the software for: 6-12 months ### "Very good tool for our customers' tickets" January 11, 2018 5.0 Pros Very useful to document the needs of our clients, internal cases and has excellent reports that provide all the information we need. Cons The dynamic fields option cannot be used. The price is a bit expensive for the options offered if you have several agents in the company. Review Source VR Verified Reviewer Analyst Research Used the software for: I used a free trial ### "Streamlining Customer Support" February 26, 2023 4.0 Pros has user-friendly interface that makes it easy to manage and prioritize support tickets, while its robust reporting features provide valuable insights into team performance and customer satisfaction. Cons Customization options are limited, particularly when it comes to reporting and data visualization. Review Source Manish P. Operations Manager Health, Wellness and Fitness Used the software for: Less than 6 months ### "One of the best support CRM" November 25, 2019 4.0 Overall experience is good especially when you compare this with Zendesk which's overpriced. Not faced any downtime yet. Pros Features, easy setup, functionality, pricing. Cons Certain functionality restriction such as it doesn't support email attachment in Automation Review Source MR Mohana R. Team Leader Insurance Used the software for: 6-12 months ### "Customer - Sat " November 28, 2019 5.0 Dealing with customers . Pros Really User Friendly to the entry level agents and it can be accessed easily in a short period . Cons Software updates and videos need to be shared to user for better experience rather calling to customer care. Less Rules creation for blocking email ids . Review Source AP Adwait P. Account Manager Information Technology and Services Used the software for: 6-12 months ### "Easy Helpdesk product." May 24, 2021 4.0 Pros it is easy to use, easy to maintain. a lot of customization is possible Cons a bit costly when compared to other similar product. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/) Reason for choosing Freshdesk UI is best and easy to use Review Source kS khaled S. Head of customer experience Consumer Services Used the software for: 6-12 months ### "Why Freshdesk , Freshwork products ? " November 27, 2019 4.0 I\`m satisfied with the product Pros \- easiness of use. - solution is very customizable. - default reports / features would cater for almost 75% of the business needs. Cons \- C-SAT calculation isn\`t correct. - Signature / emails don\`t support photos. just plain text. Reason for choosing Freshdesk more economic Review Source JG Juan G. Asst. Manager Warehousing Used the software for: 6-12 months ### "Great customer support" August 2, 2018 5.0 For me it has been a easy transition. It overtook email as a primary way of dealing with internal customer requests. It allows work to be delegated and or reallocated as needed. Any perceived issues I have had when bought to the attention of their support desk where quickly resolved with complete satisfaction. Pros It comes with a lot of unexpected functionality. It provides more options than would be expected. Cons It truly depends on how you set it up, so it is not the fault of the software but it can be made to be a bit cumbersome. Review Source VR Verified Reviewer Scrum Master Lead Computer Software Used the software for: 2+ years ### "Freshdesk" November 28, 2018 3.0 Pros This is a pretty standard ticketing system. You can easily respond to customers and surface the information that they need to know. Cons This software is clunky and there are a lot better options, zendesk for one. Additionally their in-app chat application is very poor. Review Source KD Kellye D. Moderator Consumer Services Used the software for: Less than 6 months ### "Love this CRM software" September 28, 2019 5.0 I think my company made an excellent decision with making the switch to from using salesforce. It is much easier to navigate to help our customers. Pros is super easy to use and very straightforward. We recently made the switch to using this from salesforce and I am super happy since it is so much easier. Cons There is nothing that I have encountered yet I do not like about using this software. I find it super easy to use to help our customers. Review Source AU Antonio U. Tecnico Used the software for: 1-2 years ### "I like it because it has integration with several applications like Zaipier and Google Apps among ot" May 28, 2018 4.0 The control of the tickets very good!!! Pros One of the most important things is that it has made it possible to measure the disengagement of my employees within the university field. Cons I think the reports can be improved, and they can incorporate some part for the management of social networks that I did not really see. Review Source Rosangela R. Quotes & AR Specialist Used the software for: 1-2 years ### "Perfectly Planned, user oriented" June 30, 2018 5.0 Loved it, perfect for requesting IT support. Pros When using you feel so comfortable that is almost like it was made only for you, requests can be processed trough email, phone, chat, web, etc. So everything is taken care of while givin a great support service for users across the company. Cons So far I dont have any contras for this product, it is very well built and you can see the effort they've put on making this software. Review Source VR Verified Reviewer Freelance Digital Artist Design Used the software for: Less than 6 months ### "Freshdesk Review" September 28, 2022 5.0 I like my experience here in Pros I like how hassle free and convenient this product is Cons Sometimes, it is slow to load on my end unit Review Source ST Stephanie T. SCANNER Information Technology and Services Used the software for: 6-12 months ### "I would recommend this product!" June 9, 2022 5.0 Pros We use this product to help our customers problem solve! Such a great product Cons So far we like all the neat features of this product! Nothing to dislike Review Source RT Richard T. Inbound Marketing Manager Music Used the software for: 2+ years ### "Great project manager" February 18, 2019 5.0 Pros Highly recommend . Enjoy the layouts and overall quality of the software. Cons The cost for the tool can be pretty steep as you add more users. Review Source JR Janine R. Technical Operations Accounting Used the software for: 2+ years ### "Report For Extraction" October 10, 2018 5.0 Pros They have their support. You would know who is attending your ticket. Cons nothing so far, its my first time to raised a ticket and they responded so fast Review Source SK Sweety K. Manager Legal Services Used the software for: Less than 6 months ### "A simple and affordable ticketing tool" September 23, 2019 4.0 We're quite happy earlier but then switched to LiveAgent for more advanced settings. Pros is good tool to start with bare essential features and nice UI UX. The freemium unlimited agents plan as all what you needed. Cons The other paid plans lacks some essential features like all in one ticketing solution with free integrated chat as available in LiveAgent. Secondly, there's no DKIM, DMARC & SPF records settings available in Zendesk. Alternatives considered [Zoho Desk](https://www.capterra.com/p/169505/Zoho-Desk/)[Zendesk Suite](https://www.capterra.com/p/164283/Zendesk/) Review Source VR Verified Reviewer Owner Internet Used the software for: Less than 6 months ### "Proud to be powering our business with Freshdesk" November 7, 2018 5.0 Pros Tickets can be answered way faster than our old method using email. Agents are able to handle tickets without bumping into one another. Cons Learning curve was steep with implementing this into our existing systems. But we did it! Review Source MA Mohammad A. Customer Support Manager Financial Services Used the software for: 1-2 years ### "Freshdesk" May 12, 2019 4.0 Pros usability and the easy setup, also the pricing is good Cons backups and some functionalities related to admin side Review Source VR Verified Reviewer Manager Computer Software Used the software for: Less than 6 months ### "Freshdesk summary" January 13, 2019 5.0 Their customer service was so fast and on point. They resolved my issues in minutes via chat. Pros The ticket platform is amazingly intuitive, allowing for quick setup from the get-go. Cons The inability to send out bulk emails 'tickets' from one response. Review Source GZ Gregg Z. Customer Support Manager Computer Software Used the software for: 2+ years ### "Disapointing" April 25, 2019 2.0 We started using because the cost was reasonable relative to the features offered. It is better than our previous solution overall, but some features initially promised as part of the sale were never delivered. Quality has visibly diminished over time. We would never have selected Freshdesk knowing what we do today. Pros Easy to add custom ticket and customer fields. Very accessible across locations, browsers, adn devices. Reasonable management of multiple helpdesks. Cons Development of unneeded features, adding bugs that never get fixed. Support that promises solutions but are fairly powerless to do follow through. The bugs are such that productivity is affected for all users. Our list of issues includes bugs over a year old. No custom reports option. When there is a general system issue, their helpdesk stops answering the phone. Review Source yM yasar M. Website developer Marketing and Advertising Used the software for: 6-12 months ### "Really organised and email satisfactions to help you respond quickly" July 12, 2018 5.0 Speaking with clients directly in an organised manor Pros The software is easy to use, which means even a basic user can just get stuck in. The fact we can reply to emails directly without having to log into our account is super useful as it helps us keep our response times quick. This has a direct impact on our google reviews Cons The design is quite dated. Also, when you have a long ticket it takes a long time to load all the messages once you click the "view all" button Review Source ## Send me user reviews about this product ### Fill out the form and we'll send a list of the top-rated software based on real user reviews directly to your inbox. Talk to a Capterra advisor for free and get results within 15 minutes.